Customer Service Specialist (CSR II)

Customer Service Specialist (CSR Level II)

As a Customer Service Specialist (CSR Level II), you play a key role in delivering a consistent, responsive customer experience while supporting efficient execution across the customer service organization. This role supports customer accounts through either an Anchored or Regional Pool structure depending on customer complexity, business needs, and regional alignment.

You will work closely with customers and internal teams to ensure accurate order processing, timely communication, and smooth coordination throughout the order lifecycle. The Customer Service Specialist supports day-to-day execution across Customer Service, Production, Scheduling, Prepress, Quality, and Sales functions to help ensure customer expectations are met consistently and efficiently.

Customer Service Specialists are expected to manage moderate-complexity customer requirements while supporting operational consistency, responsiveness, and strong customer execution.

This role supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.

This position reports directly to the Manager, Customer Service.

Key Responsibilities

• Serve as a primary customer contact for order entry, order updates, and day-to-day communication
• Receive and process customer orders, artwork, pricing requests, and related documentation
• Review orders for completeness, accuracy, and production readiness prior to release
• Maintain accurate customer records, order documentation, and system updates

Execution & Coordination

• Coordinate activities across: Customer Service, Production, Scheduling, Prepress, Quality, Sales
• Support the movement of jobs through the production lifecycle from order receipt through shipment
• Coordinate artwork, proofs, approvals, and supporting documentation
• Communicate timelines, changes, and customer requirements clearly to internal teams

Operational Performance

• Support key service and operational metrics including responsiveness, order accuracy, on-time delivery, service consistency
• Identify and escalate issues that may impact production, delivery, customer satisfaction
• Support accurate billing, shipping verification, and documentation processes

Customer Experience

• Respond to customer questions, concerns, and requests with urgency and professionalism
• Resolve routine customer issues while escalating more complex concerns appropriately
• Maintain strong communication and follow-through throughout the order lifecycle
• Support a positive, customer-focused experience across all interactions

Cross-Functional Collaboration

• Work collaboratively across plants and functions to improve communication and execution consistency
• Support standardized processes, workflows, and documentation practices
• Contribute to continuous improvement and operational consistency initiatives

What We're Looking For

• Customer Focus - Builds trust with customers through responsiveness, professionalism, and strong follow-through.
• Execution & Attention to Detail - Maintains accuracy and organization while managing multiple orders, timelines, and priorities.
• Communication & Collaboration - Communicates effectively with customers and cross-functional teams in a fast-paced environment.
• Adaptability & Initiative - Embraces change, learns quickly, and takes ownership of assigned work and responsibilities.
• Problem Solving - Identifies issues proactively and works with internal teams to support timely resolution.
• Teamwork - Works collaboratively across functions and supports a shared operating model.

Qualifications & Experience

• 2--3+ years of Customer Service, Sales Support, or manufacturing coordination experience
• Manufacturing, print, packaging, labels, or related industry experience preferred
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
• Strong organizational and multitasking skills
• Strong communication and customer service skills
• ERP/system experience preferred
• Ability to work in a fast-paced, team-oriented manufacturing environment

Success Measures

• Order accuracy
• Responsiveness and SLA adherence
• Customer satisfaction
• On-time delivery support (STP / STR)
• Documentation and process accuracy
• Cross-functional collaboration and execution consistency